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Guest Relations Manager
3 weeks ago
As a key member of our operations team, you will play a pivotal role in ensuring seamless day-to-day operations and delivering exceptional service to our esteemed guests.
Responsibilities
Review of Operations of Previous Day
- Conduct thorough analysis of previous day's operations, identifying areas of improvement and deviations from established protocols.
- Initiate corrective actions to rectify any issues and ensure compliance with regulatory requirements.
- Liaise with cross-functional teams to address operational challenges and implement effective solutions.
- Prioritize and resolve escalated customer complaints in a timely and professional manner.
- Communicate action plans to stakeholders, including customers, team members, and senior management.
- Follow up on outstanding issues and maintain open communication channels to ensure resolution.
Short-Term Operational Planning
- Develop and implement a system for recording events and highlighting operational issues to the team lead.
- Coordinate and execute protocol arrangements for VIPs/VVIPs, ensuring seamless execution.
- Plan, coordinate, and execute planned/unplanned events/facilitation with internal and external agencies.
- Maintain operational continuity at all times, ensuring minimal disruption to business activities.
- Ensure accurate recording and maintenance of operational data for future reference.
SOP/Manual Development
- Design, review, and update SOPs and guidelines for guest relations operations, ensuring alignment with company policies and industry best practices.
- Implement agreed processes and procedures, monitoring their effectiveness and making recommendations for improvement.
- Identify process flaws and amend guidelines accordingly, ensuring continuous improvement.
Administrative Support
- Ensure the upkeep of infrastructure and consumables meets VVIP standards, maintaining a high level of quality and cleanliness.
- Maintain coordination with government agencies, concessioners, state protocol departments, and other relevant stakeholders.
- Represent the organization in advance protocol coordination with various authorities, ensuring seamless execution.
- Provide administrative support to the team, facilitating their work and addressing any operational challenges they may face.
Team Environment Management
- Manage the team 24/7, allocating resources and coordinating shifts to ensure optimal productivity.
- Identify and execute training needs analysis for the GR team, enhancing their skills and knowledge.
- Manage leave and rostering in line with organizational policy and departmental metrics, ensuring fair treatment and compliance.
- Conduct regular interactions with team members, consolidating feedback and implementing corrective actions as necessary.
- Recognize and reward team performance, utilizing organizational programs to motivate and engage them.
- Complete performance appraisals, goal setting, and HR-related activities on time, ensuring effective talent management.
